Property setup

Property info, amenities and guest policies — the facts your AI answers from.

Written By Bram Haenraets

Last updated 21 days ago

Set up your property knowledge

Everything your AI knows about your hotel lives under Property. This is where you tell it your check-in times, your policies, your amenities and your local recommendations, so it can answer guests accurately instead of guessing. This article walks through each section and how saving and publishing works.

Where to find it

In the left menu, open Property. You will see:

Info & Policies — your property's identity, plus check-in/out, cancellation, deposits and taxes
Amenities — restaurants, bars, wifi and facilities your AI can tell guests about
Local Guide — recommendations around the property
Upsells — paid extras you offer
FAQ — manual questions and answers your AI falls back to
Public Assistant — the assistant on your website
Knowledge sync — keeping it all up to date

While setup is still open you will see a banner saying your AI isn't live yet, with a Resume setup link to pick up where you left off.

Saving and publishing

This is the most important thing to understand before you start.

Changes are saved as a draft. Guests keep receiving the previously published version until you publish. When you have unsaved work you will see a bar at the bottom telling you how many changes are not published yet, with two options:

Review shows you what changed before it goes out
Publish changes makes it live for guests

So you can work through a section over several sittings without a half-finished policy reaching a guest. Nothing you type affects live conversations until you publish.

Info & Policies

Seven sections, each of which expands. Most can be filled in two ways.

Structured or Free form. Structured gives you proper fields: times, toggles, amounts. Free form gives you one text box to describe the policy in your own words.

Use Structured wherever you can. Template variables such as {{check_in_time}} only resolve in Structured mode, so if you switch a section to Free form, any template using those variables for that category will stop filling them in. Viqal warns you about this when you switch.

Identity

The name, contact and location guests see. Property name, hotel type, reception email and phone, full address, and a hotel picture. Two fields worth filling in:

Google Maps URL lets the AI share a direct link when guests ask for directions
Booking URL is the direct booking link the AI can share with guests

Also set your currency here.

Arrival

Standard check-in time, then how guests check in:

Not available — guests check in at reception
Static link — one URL for everyone, guests identify themselves on the PMS-hosted page
Personalised link — a unique URL per reservation, no login needed. Requires a PMS integration that supports it.

You can also set how many hours before arrival online check-in opens.

Then early check-in (from what time, what it costs, whether it's guaranteed, and how to ask), key collection (reception or self-service code), and transport to and from the property.

During stay

Housekeeping (on a schedule, on request only, or none), which days the room is serviced, the service window, quiet hours, and Wi-Fi network name and password.

Departure

Standard check-out time, whether online check-out is available, late check-out terms, and luggage storage.

Booking & cancellation

Whether a deposit is required, your cancellation charge and free-cancellation window, no-show charge, and whether group bookings (5+ rooms) have different terms.

Property rules

Pets, smoking, children, parking and accessibility. Pets and smoking can be overridden at unit level, so a property-wide "no pets" can still allow it in specific rooms.

Fees & taxes

Optional. Toggle on local tourist tax, resort fees, service fees, or other charges, and describe each.

Notes for AI

Most sections end with a notes for AI box, for example "Check-in notes for AI" or "Stay notes for AI". This is for anything the structured fields don't cover: late arrivals, where to find keys, special procedures.

Write in plain language. Your AI rewrites it into guest-friendly answers, so you do not need to polish it. You can also write in your own language.

Amenities

Restaurants, bars, wifi, gym, pool, spa, sauna, laundry — anything guests ask about. Click Add amenity and fill in:

Category (Food & Drink, Leisure & Wellness, Business & Facilities)
Name
Opening times
Description — what guests should know: atmosphere, access, pricing, rules
Optional image, menu URL, and menu PDF

The menu PDF is shared with guests who ask to see the menu, which is what lets the AI answer detailed questions about your food.

Guest FAQ section

Manual questions and answers your AI falls back to when nothing else in your knowledge base answers the question. Click Add question and enter the question, a detailed answer, and a category.

Use this for the odd specific thing that doesn't fit anywhere else. If you find yourself adding lots of FAQs about check-in or policies, that information probably belongs in Info & Policies instead, where it stays structured.

Test before you publish

Use Send a test message in the top right to message your own AI and check the answers before guests see them. Then publish.